I provide IT support in my area and ironically on occasion fix clients broadband (Filtered faceplate, remove bell wire, etc) Last Wednesday i was surfing away in my office when i got "page could not be loaded" and i haven't had a connection since. My Draytek 2820n router is syncing with good stats but it wont authenticate. I have tried 4 different routers in the NTE5 test socket with the same result, i have also tried my router at my neighbours house and it worked fine (using their BT ADSL details) My ISP is Namesco, been in touch with them went through all the usual script. One thing to note is that when i use bt_test@startup_domain with a blank password it still does NOT authenticate. Based on this Namesco advised sending a BT engineer. Had to agree to terms which involve a £160+VAT fee if they deem the issue to be my equipment.
I explained the "sync but no auth" symptoms to the engineer, showed him my router status, etc but he didn't inspire confidence. It was almost like he didn't know the difference between "sync" and "authentication", which i hope cannot be the case.
He "tested the line" from the master socket and told me that it was fine and was authenticating OK! Alarm bells rang becuase i could imagine he will report this back and i will get the £160 charge in addition to still having no connection! He did his tests with a fancy bit of BT kit (not sure what) rather than an off the shelf ADSL router. I asked him if his test was authenticating with Namesco or BT. He said BT, so i queried him that my problem is perhaps due to a Namesco server that is not working correctly. He said he thought that was likely the case. I asked if he could use my Namesco ADSL details in his equipment, hoping it would fail and so prove the issue is outside my premises. He said this was not possible. I asked if i could use the login details within his testgear on my router to prove it's UN/PW dependant. Again this was not possible. I then asked him why i could not authenticate using "bt_test@startup_domain". He said he wasn't sure becuase he doesn't "get into those kinds of usernames". I found this odd so asked him if he was a "telephone or broadband" engineer, he said "both". I really struggled with this guy, it was like getting blood from a stone! I have worked with other BT engineers in the past when sorting out my clients broadband and they were all more helpful and forthcoming with opinions/advice. I remember one engineer using a BT Voyager ADSL modem for part of his tests which in my mind is more thorough becuase he could use the customers ADSL details.
So, he left having made no real progress, i still have no broadband and i'm expecting a big bill for the pleasure!
I can see this being a nightmare to resolve so I have since been researching PPP authentication on ADSL connections trying to find a way forward. With this and looking at the logs from my router i believe i may have "stuck PPP session". My router log shows it's sending many "Protocol:LCP(c021) ConfReq Identifier:0xHH MRU: 1500 ##" requests (where the 0xHH starts at 0x00 and increases by 1 on each subsequent request). However, i believe there should be a "ConfAck" response by the peer and i'm getting no response at all. The router simply sends approx 13 of these requests before re-starting the cycle.
Unfortunately i don't know exactly how this should work in order to know who to shout at!
Can anyone help me with:
1. Is the peer that should respond with a "ConfAck" a BT responsibility or Namesco?
2. Does this look like a stuck PPP session? If so, how do i go about getting it fixed. (I have already sent a detailed support ticket off to Namesco with my observations and informing them i suspect a stuck PPP session but i'm awaiting a response and don't hold out much hope.
3. I think Namesco will say "BT reported the line/ADSL service is fine so it must be your equipment" and do nothing. Is there anything i can do to prove them wrong? It's been my experience that sometimes issues just "magically" resolve and the ISP doesn't admit anything. Normally, this isn't a major issue but i need them to own up so i can avoid the £160 charge.
Any advice anyone can offer would be more than welcome.